We will address the matter and provide a response within 10 business days. Sometimes we may need more time to review an issue, but we’ll let you know if this is the case.

STEP 2

If you are not satisfied with our response, you can either keep working with your original consultant to resolve your issue quickly and fairly. Alternatively, you can have your complaint reviewed by the Executive Manager Customer and Culture. You can do this by phoning our Customer Contact Centre on 1300 361 622.

STEP 3

You can refer your complaint at any stage to the Energy and Water Ombudsman Victoria (EWOV). EWOV provides a free, independent and impartial dispute resolution service on energy and water issues for Victorian customers.

You can contact EWOV on 1800 500 509 (Monday to Friday 8:30am-5pm, excluding public holidays) or through www.ewov.com.au.